Customer Engagement Coordinator FTC

The National Farmers Union Mutual Insurance Society Limited; Stratford-upon-Avon; Hybrid; GBP 24,000 - 25,000; Full time

Job summary

A leading insurance and financial services company in Stratford-upon-Avon is seeking a Customer Engagement Coordinator. This hybrid position involves supporting Sales Consultants by generating leads, managing appointments, and providing vital administrative support. Candidates must have strong customer service experience and confidence in communicating financial information. The company offers a supportive culture, annual bonuses, and a comprehensive benefits package, with a salary range of £24,037 to £25,000.

Benefits

Salary between £24,037‑£25,000

Annual bonus up to 10% of salary

Contributory pension scheme

25 days annual leave plus bank holidays

Family-friendly policy

Monthly gym membership contribution

Health and wellbeing plan

Employee volunteering opportunities

Life assurance cover of 4x salary

15% employee discounts on insurance policies

Qualifications

• Proven experience in customer service, face-to-face or over the phone.
• Ability to use CRM systems and Microsoft Office effectively.
• Previous experience in Financial Services is a plus.

Responsibilities

• Support Non-Advised Sales Consultants and Financial Advisers.
• Generate appointments and leads from customer conversations.
• Manage departmental mailboxes and arrange customer appointments.

Skills

Empathetic

Confident communicating financial information

Process-driven

Tools

CRM systems

Microsoft Office

Job description

Opportunity Highlights

• Connect our customers to our experts and make an impact to our Financial Services team
• Join a supportive team with opportunities to develop your career
• Hybrid role: 1 to 2 days working office‑based in Stratford‑Upon‑Avon, work the rest of your hours from home

About the role

We have two opportunities in our Financial Services Sales team. As a Customer Engagement Coordinator, you'll play a key part in supporting our Non‑Advised Sales Consultants and Financial Advisers by generating appointments and leads from both inbound and outbound customer conversations. You'll manage departmental mailboxes, arrange customer appointments, and provide vital administrative support to ensure a professional, compliant, and cost‑effective sales service.

Your day‑to‑day will be varied: from handling incoming and outgoing post, maintaining accurate records in our database, to supporting the team with internal reporting and sales support tasks. You'll also develop effective relationships with Sales Managers, Advisers, and Agents to enhance the quality of leads and contribute to the ongoing development of our Financial Services proposition.

This is a nine‑month fixed‑term opportunity, based in our Tiddington Head Office just outside Stratford‑Upon‑Avon. The role is typically one to two days per week in the office, with more during initial training or as business needs require. We understand the value of a positive work‑life balance, so we offer great facilities when you want to be in an office environment and support to work some of your hours from home.

Qualifications

You'll bring proven customer service experience – whether you have supported customers or stakeholders over the phone, face‑to‑face or both (essential). You may have gained this experience through voluntary roles or work experience; what's most important is that you have a genuine passion for helping people. You are confident in your ability to use systems and databases; whether you have experience of using a CRM system or Microsoft Office‑based applications, you are able to pick up processes quickly. Previous work experience within a Financial Services organisation would give you a great head‑start, but if you don't have this knowledge, we will provide the training you need to succeed.

• Empathetic, able to handle emotive conversations confidently
• Confident when interpreting and communicating financial information to customers – Essential
• Process‑driven, experienced with following procedures and policies closely

Company overview

We are one of the UK's leading general insurance and financial services companies, with over 110 years of putting our customers at the heart of everything we do. Our people are just as important to us.

Inclusive workplace

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate diversity and encourage candidates to discuss any adjustments or accommodations needed during the recruitment process. We are proud to be a Disability Confident Employer and a signatory to the Race at Work and Women in Finance Charter, welcoming applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation or socioeconomic background.

Benefits and rewards

• Salary between £24,037‑£25,000
• Annual bonus (up to 10% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A family‑friendly policy that helps you balance work and family responsibilities
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership – subject to T&C’s
• Health and wellbeing plan – cashback for dentist, opticians, physio and more
• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
• Employee volunteering – volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life assurance cover of 4 × salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies
• Salary sacrifice employee car scheme – subject to eligibility

Working at NFU Mutual

We offer a supportive culture where we empower and inspire our people, recognise and reward their contribution, and respect their communities. We are financially sustainable, making us successful now and in the future.